Remote operations
Marc Prempain
7 May 2024
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Computers and the internet have become critical infrastructure to the modern-day economy. Today, almost every kind of company relies on computers for some aspect of their business. Inevitably, with computers come computer problems. In order to resolve these issues, many companies employ a technical support engineer.
A technical support engineer job is sometimes within a larger technical support team. Within this team, the technical support engineer’s role is to investigate the causes of technical difficulties and to maintain a robust infrastructure that can withstand cyberattacks. This career path requires education, an extensive skill set, and experience in the more basic rungs of technical support. In this article, we’ll delve deeper into technical support careers and specific technical support engineers.
When a person experiences a technical issue on a computer, technical support is the service that helps them identify and resolve the issue. Technical support, often called tech support, can be either an internal team or an external service. Both customer-facing and business-to-business (B2B) technical support companies exist. Depending on their client base, the specialties of the company may be different. An IT help desk is one common type of technical support, which provides assistance at a distance. This team may use software like ViiBE to connect to their customer remotely. ViiBE is download-free and works on nearly any device with a simple web link.
A Technical support engineer, also known as an IT support engineer, needs proper training in Information Technology (IT.) According to Glassdoor, a common requirement is a bachelor’s degree in computer science. Specific knowledge required for the job includes technical knowledge of hardware and software used in major computer systems. An in-depth understanding of operating systems like Windows is key to this job. Often, knowledge of macOS and Linux is also required.
It is useful for a well-trained IT support engineer to know different coding languages. So is understanding the most common cybersecurity frameworks and knowing how to identify cyber threats. Aside from formal education, the engineer needs problem-solving skills and experience working with technical issues. It is also good to have experience working in customer service.
Beyond these major skill sets, many technical support engineers have industry-specific or company-specific knowledge crucial to successfully doing their job. For constantly changing requirements or procedures, a company can organize this information into a centralized knowledge base. ViiBE’s knowledge management solution makes this simple by storing any call-related information in a cloud-based knowledge base. You can also store videos of calls and other information needed for the technician to accomplish their job. You can draw from past interactions to conduct quality control and train staff who need to level up their skills.
Service tiers are a way of organizing technical support processes in a more organized way. By using service tiers, you prioritize the technical support process according to complexity. Tiered support can often mean using robotic process automation (RPA) for basic, repetitive tasks and reserving highly qualified staff for the most complex issues. This approach frees up resources to fix the critical problems more quickly.
Tiers optimize the technical support process because they determine how to complete a task most efficiently. This approach saves valuable time and resources. As computers become more complex over time and our reliance on them becomes greater, tiers are needed more than ever to simplify the workload. ViiBE works on a similar principle. Call-related information and shared documents are automatically saved in the knowledge base. Technical support staff calls customers using ViiBE. They can easily add an expert to the call if their knowledge is insufficient.
ViiBE’s remote support app helps connect an engineer to the person in need in an instant. Thanks to secure WebRTC technology, ViiBE has the same capacities as traditional video conferencing and screen sharing technology without installing anything. If necessary, the caller can permit access to their rear camera and share their screen. The technical support engineer can annotate screenshots and superimpose a red dot on the screen to better explain how to solve an issue. Thanks to expertise call routing, an expert on a particular subject can be easily added to a call without the need to navigate a directory.
If your company is setting up an internal IT Help Desk, ViiBE’s virtual call center makes it simple to centralize operations. Whether your staff works in the office, at home, or even in another country, ViiBE makes it simple to manage a virtual call center at a distance. By bridging the distance between the technician and the person being helped, ViiBE lets the technician focus on the issue at hand. It also saves time by removing the need to make a physical trip.
No matter what your industry, ViiBE’s flexible solution can adapt to most use cases. It works with pre-existing call center software as well as common customer relationship management (CRM) software. This flexibility comes in handy since technical support engineers work in a wide variety of industries. ViiBE is used in call centers, as well as many professions which require an expert to be dispatched to the field. Allianz Partners has avoided sending 5,000 tow trucks in the first year using ViiBE. These small savings add up over time. ViiBE’s savings in fuel costs, time, and CO2 emissions can also apply to IT. ViiBE empowers your team to work remotely with the same efficacy as an in-person visit.
Technical support engineers play a crucial role in keeping computer systems online and networks safe from malicious attacks. As our reliance on technology grows, the array of industries requiring these engineers will continue to expand. Remote assistance technology like ViiBE can adapt to many use cases. It empowers IT support engineers to improve communication with the people they help. Features like expertise call routing, the cloud-based knowledge base, and virtual call centers help make ViiBE uniquely equipped to improve IT support. Consider adding ViiBE to your IT team’s toolkit today.
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